Careers At Institute of Food Technologists

Manager, Membership Experiences

Department: Membership
Location: Chicago, IL

 

Overview

The Membership Experiences Manager is responsible for providing the highest level of service to IFT members and customers. They are primarily responsible for executing the departmentís initiatives and the organizationís recruitment & retention strategies leading to increased member engagement and revenue growth.

In this capacity, the Membership Experiences Manager will collaborate with Membership, Marketing and other related areas on execution. This individual works collaboratively with staff and volunteers to ensure successful completion of all membership initiatives. They will serve as an ambassador of IFTís membership by providing excellent customer service and member satisfaction while ensuring members are aware of their benefits and increase overall usage.

 

Essential Responsibilities

Member/Customer Recruitment

  • Identifies opportunities to drive member value and revenue across the organization including leveraging Sections and Student Chapters
  • Continually seeks new and innovative ways to deliver an excellent membership experience through improved processes and procedures, including new member activation, renewals, updating member profile information
  • Utilizes member and customer data and apply critical thinking and problem-solving skills to research new member growth strategies
  • Ensures timely, accurate creation and implementation of the membership development and engagement strategies for all segments of membership and customers
  • Collaborates with marketing team to recommend and execute effective communications for new member acquisition
  • Supports customer development plans to achieve membership and product growth goals through increased customer/member engagement

Member/Customer Engagement and Retention

  • Supports the development of communications for member engagement, including tracking of membership recruitment and retention tactics for effectiveness
  • Develops and supports section and student chapter membership engagement and retention efforts
  • Maps and updates member engagement metrics and distribute dashboard reports
  • Works cross-functionally to remain aware of leadership opportunities and resources across the organization and build automated membership campaigns to increase engagement
  • Surfaces member engagement events from sections, chapters and across the organization to populate content in IFT Connect HUB

Membership Experience Department Operations

  • Streamlines operations to leverage automation capabilities and effective customer service efficiencies
  • Manages membership digital assets including online member center, membership web pages and emails with the goal of increasing conversions and capturing information about potential members
  • Compiles and distributes bi-monthly Membership Update Report and monthly Membership Engagement Dashboard
  • Approves and fulfills requests for hardship and emeritus membership in a timely manner
  • Prepares IFT booth materials for membership recruitment success at section meetings and trade shows
  • Supports current and future joint membership programs
  • Represents IFT professionally at IFT Annual Event & Food Expo and other organization or industry events as needed
  • Maintains and updates the IFT Membership Procedures
  • Develops accurate and timely reports on all membership retention and recruitment activities, including annual membership data summary analysis highlighting trends in membership
  • Provides insight on Personify data collection needs for membership initiatives
  • Assists in the development and maintenance of annual membership budget to support organizational objectives

General Responsibilities

  • Perform other duties as requested by Director, Membership Experiences, to support other membership, or volunteer related projects to achieve team goals
  • Provide back-up support to IFT Central as needed

This is not meant to be a complete or comprehensive list as responsibilities may change; other duties, responsibilities and activities may be assigned at any time.

Experience Requirements

  • Bachelor's degree (or equivalent experience) in Business, Communications, or related area
  • Three years of related experience in a similar position, preferably in an Association environment
  • History of successful relationship building with various stakeholders including colleagues
  • Fluency in membership database systems, preferable Personify
  • Proficiency in Microsoft 365 Office Suite

 

Competency Requirements

  • Competency with social media tools
  • Demonstrated competencies in budgeting and financial management
  • Superior tact and diplomacy
  • Team and service orientation
  • Positive sense of urgency
  • Effective relationship builder, team member and individual contributor
  • Superior written and oral communications
  • Demonstrates a commitment to follow-through; results orientation
  • Demonstrates an understanding of IFTís mission, vision and strategic promises


Manager Skill Requirements

  • Help facilitate initiatives to improve customer experience & enhance engagement; take ownership of customer issues and follow problems through to resolution
  • Manage projects, processes, and/or people to accomplish individual, departmental, project, and organizational goals; when supervising, provide effective feedback and help develop direct reports
  • Recognize and address issues that are outside a single perspective/role; promote creative, novel thinking and apply it to existing and emerging situations
  • Pivot when change occurs or priorities shift; be an enthusiastic supporter of new processes or initiatives; continuously offer suggestions for improvement
  • Maintain fiscal accountability while ensuring appropriate use of resources; may oversee budgets and contracts
  • Successful collaborator; foster effective working relationships with colleagues, especially those on teams, projects, and within the reporting relationship

 

Work Conditions

  • Travel 5%, domestically, including the ability to occasionally attend evening, weekend and overnight meetings
  • Physical demands
    • Sitting for extended periods of time and may involve walking or standing for brief periods of time.
    • Ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
    • Use of hands and fingers to operate a computer keyboard, mouse, and handling of other office equipment
    • Specific vision abilities required by this job include close vision requirements due to computer work

IFT Statement on Diversity  

Diversity is vital to the immediate and long-term success of IFT. With an open mind, we continue to embrace and respect all peoples, regardless of background, lifestyles, abilities or beliefs, reflecting the needs of a global population. We create an environment that celebrates, and benefits from, the richness of all cultures and the food needs they represent. We strive to empower all food professionals to excel. 

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